Dawn Warren
Old Bridge
Summary
Meticulous, diligent, proactive individual with experience in High Performance Teams (HPTs) responsible for thousands of inquiries and transactions annually using ERP/CRM platforms. Combine extensive knowledge of Procurement and Order–To–Cash (OTC) Fulfillment Processes, with very strong customer service orientation. Proficiency includes working in fast–paced environment, providing exceptional service driven by challenges and hard work.
Overview
13
13
years of professional experience
Work History
Customer Service Representative, Adhesive Technologies
Henkel Corporation
Bridgewater
12.2023 - 05.2025
- Serve as the primary point of contact for assigned accounts.
- Process and manage customer orders from receipt through shipment, invoicing, and payment collection using SAP and other business platforms (e.g., Collative Analysis).
- Ensure order accuracy, including pricing terms, and delivery schedules, while addressing customer specific–requirements.
- Monitor open orders using Daily Open Order Report and proactively resolve potential delays that negatively impact delivery reliability.
- Partner with Finance, Supply Chain, Transportation Brokers (LTLs, FTL, ocean freight liners, rail), BDP International (Import Customs Broker), Purchasing, Product Management, Demand Planners, Accounts Managers, to ensure seamless order fulfillment.
- Maintain accurate customer records and order details in SAP and other systems.
- Identify and suggest process improvements to enhance service quality and efficiency.
- Provide backup coverage for Team Lead during absence.
- Participate in team training and development initiatives using Lily Online Learning Platform, Team and others.
- Liaise with Sales & Marketing to handle a variety of pre–sales or post–sales service functions, resolve order issues that may arise affecting customer orders.
- Collaborate with Quality Management on customer complaints and entered them into the Quality Management System.
- Assists management in training of Customer Care through support with procedure documentation.
- Henkel Adhesive Technologies is the world’s number one producer in adhesives, sealants and functional coatings. We enable the transformation of entire industries, giving our customers a competitive advantage and offering consumers a unique experience. With trusted brands and high–impact solutions based on an unmatched technology portfolio; we create value for all stakeholders.
Procurement Specialist, Raw Materials
Elkem Silicones USA Corporation
10.2016 - 02.2022
- Manage the OTC (Oder–To–Cash) Fulfillment Process for orders received from North America.
- Edit written and verbal orders for correct product codes, lot numbers, descriptions, sizes, special handling instructions, buying agreements.
- Provide support for inquiries and problems received directly from the customer, sales force, marketing, and in–house personnel in a manner that promotes exceptional customer relations.
- Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary.
- Liaise with customers and multiple internal departments on pack size substitutions and alternatives to fulfill orders where possible.
- Liaise with Sales & Marketing to handle a variety of pre–sales or post–sales service functions, resolve order issues that may arise affecting customer orders.
- Interact with Indirect Resellers and Distributors, company sales and territory managers to handle a variety of pre–sales or post–sales service functions.
- Initiate invoices, maintained records of RMAs, scheduled changes, product enhancements or changes, and resolve return credit problems.
- Work alongside supply chain managers, demand planners, and forecast analysts to ensure product availability, on–time delivery, and overall customer satisfaction.
- Attend meetings to resolve conflicts, discrepancies, and communication issues.
- Collaborate with Quality Management on customer complaints and entered them into the designated Global Quality Management System within 24 hours of receipt and provided timely updates to customer (where appropriate) on progress and resolution, investigation writing and Root Cause Analysis or CAPA (Corrective Action Prevention Reports.
- Responsible for supporting ISO 9000 standards and procedures for document control, process control.
- Elkem Silicones is one of the world’s leading fully integrated silicone suppliers, operating 9 multi–functional manufacturing sites and 11 R&D centers around the globe. Based in Lyon, France, Elkem Silicones offers a full range of silicones technologies for diverse specialty markets including aerospace, automotive, construction, consumer goods, energy, healthcare, cosmetics, personal care and more. Elkem Silicones range of silicones products includes release coatings, engineering elastomers, specialty fluids, emulsions and resins.
Operational Buyer
Nestlé Corporation
07.2012 - 09.2016
- Converted purchase requisitions into purchase orders in ERP system.
- Transmitted purchase orders to external vendors, monitored timely confirmation of purchase orders.
- Monitored timely delivery of ordered goods or timely execution of ordered services.
- Monitored timely delivery of components to subcontractors (co–manufactures, co–packers).
- Ensured the quality of data (purchasing and accounting) in the Purchase Request and in the Purchase Order.
- Guaranteed the alignment with Nestle Freehold purchase procedures.
- Applies the strategic policies established by Nestle Corporate Management.
- Provided best solution price and quality for the goods requested in the Purchase request.
- Monitored timely receipt of credit holds and past due invoices.
- Maintained communication with vendors regarding claims overdue.
- Resolved operational issues with external vendors.
- Initiated P2P health check reports and followed up on any discrepancies.
- Created and monitored a system of controls, procedures, and forms recordation of fixed assets in ERP system.
- Assigned tag numbers to fixed assets in ERP.
- Reconciled the balance in the fixed asset subsidiary ledger to the summary–level account in the general ledger.
- Calculated depreciation for all fixed assets in ERP.
- Conduct analyses related to fixed assets as requested by management.
- Prepares an AUC (Assets under construction) report using SAP monthly.
- Nestlé in the United States is committed to enhancing quality of life and contributing to a healthier future – for individuals and families, for our thriving and resilient communities, and for the planet. Nestlé is transforming their product portfolio – from pet care, bottled water, frozen meals, and infant nutrition – to meet changing consumer needs by focusing on high–growth food, beverage and consumer health categories with brands consumers love. Nestlé operations in the U.S. are composed of seven operating companies: Nestlé USA, Nestlé Purina, Gerber, Nestlé Health Science, Nestlé Professional, and Nespresso. Nestlé is home to more than 150 U.S. locations in 31 states, which includes manufacturing, R&D and supply chain facilities.
Education
Certificate of Educational Achievement - Business Management
Bloomfield College
Bloomfield, NJGraduate Certificate - Business Management
Katherine Gibbs, School of Business Solutions
Montclair, NJSkills
- Organization
- Procurement
- Pharmaceuticals
- Specialty Chemicals
- Interpersonal Skills
- Microsoft Office Professional
- Microsoft SharePoint
- Microsoft Outlook
- EProcurement Ariba/SAP
- Peoplesoft
- Oracle
- Salesforce
- IBM Client Access (AS400)
- Business Objects (Crystal Reports)
- Lotus Notes
- AT&T
- CISCO
- Nortel Telephony
Strengths
Proficient at handling multiple tasks and delivering accurate and timely reports., Maintain knowledge and understanding of Procurement, Pharmaceuticals, and Specialty Chemicals, Effective team player adept at team building, dealing with ambiguity, and initiating meetings with management to discuss work process improvements.
Timeline
Customer Service Representative, Adhesive Technologies
Henkel Corporation
12.2023 - 05.2025
Procurement Specialist, Raw Materials
Elkem Silicones USA Corporation
10.2016 - 02.2022
Operational Buyer
Nestlé Corporation
07.2012 - 09.2016
Certificate of Educational Achievement - Business Management
Bloomfield College
Graduate Certificate - Business Management
Katherine Gibbs, School of Business Solutions